Job Description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

You will be a proactive and customer-focused Customer Service Advisor, working as part of our DTC (Direct to Customer) team. In this role, you will manage customer interactions across phones, emails, and live chat, ensuring every customer receives exceptional service. You will take ownership of tasks such as processing order edits, liaising with external couriers and internal teams, and delivering proactive communications to keep customers informed.

You will also work towards achieving set KPIs, including response times, resolution times, and customer satisfaction scores, contributing to the smooth operation of our DTC team and the overall success of our customer experience. This is a fast-paced, dynamic role where your dedication and attention to detail will make a real impact.

This role will be a 3 month contract to support the team during our peak period.

You'll be;

• Managing customer interactions across phones, emails, and live chat, providing exceptional service and resolving queries effectively.
• Proactively communicating with customers regarding order updates, delays, and resolutions.
• Process order edits, including changes, cancellations, and special requests, with accuracy and efficiency.
• Liaising with external courier services to resolve delivery issues, track shipments, and escalate concerns when necessary.
• Collaborating with internal departments, such as operations and logistics, to address customer needs and ensure smooth order fulfilment.
• Achieving set KPIs, including response times, resolution times, and customer satisfaction scores, to maintain high service standards.
• Monitoring and prioritise daily tasks to meet deadlines and maintain service quality.
• Providing feedback on recurring customer concerns to improve processes and enhance customer experience.
• Supporting team initiatives and adapt to changing priorities in a fast-paced environment.

You'll have;

• Positive attitude to helping customers; previous customer service experience ideal.
• Professional writing manner and being able to effectively communicate to our customers.
• Ability to pick things up quickly.
• Excellent interpersonal skills and can do attitude with problem solving.
• Enjoy working as part of a team.
• Can handle a busy workload (during peak), able to prioritise and be flexible.

The role will be Monday – Sunday pro-rota, 37.5 Hours a week.